This Position Is No Longer Available
  1. Overview
  2. Duties
  3. Qualifications & Evaluations
  4. Benefits & Other Info
  5. How to Apply

Job Title:Hotel Customer Service Agent

Department:Department of the Army

Agency:Army Installation Management Command

Job Announcement Number:NENAFSG13871852

This position is closed and no longer accepting online applications through USAJOBS.

The contents of the announcement can still be viewed.


$9.46 to $11.35 / Per Hour


Saturday, April 06, 2013 to Wednesday, April 10, 2013




Full Time - Permanent


1 vacancy in the following location:
Orlando, FL United StatesView Map


US Citizens and Non Citizens


Shades of Green Resort - Serving Those Who Serve

Shades of Green Resort is dedicated to enhancing readiness and morale of the combined Armed Forces by providing affordable, first-class accommodations in a premier setting combined with friendly and enthusiastic service in an environment revolving around respect, dignity and teamwork for those who have served or continue to serve our great nation.


  • Satisfactory completion of National Agency background check required
  • Social Security card is required
  • Direct deposit required


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Serves as a customer service agent at a lodging property having in excess of 399 rooms. Operates various office machines and equipment such as a cash drawer in order to receive payments and give change and a receipt for services provided. Posts charges and payments. Responsible for the accountability and safekeeping of a revolving change fund during assigned shift. Cashes travelers and personal checks and secures credit card authorizations. Provides information on hotel services, the installation or area locations and activities. Answers and/or resolves billing questions and concerns and assists or arranges for transportation for guests. Resolves conflicts arising from guest complaints. Ensures that guest information in rooms is current. Assist hotel manager with developing and implementing guidelines for appropriate standard responses to guest service failures and communication of corrective actions needed to the appropriate department. Performs desk clerk duties as required in support of the front and back of the house operations which, at some activities, would include PBX and cross-training in the Reservations Department.


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Work experience directly related to the duties described above in a service related industry. Basic computer skills. Must possess good customer service skills in order to exercise the tact and diplomacy when interacting with people, and be able to communicate in a clear, concise, and grammatically correct manner.

Conditions of employment:
1. A one-year probationary period may be required upon selection.
2. You must meet all qualification requirements by the closing date of this announcement.
3. E-Verify: If you are selected for this position, the documentation that you present for purposes of completing the Department of Homeland Security (DHS) Form I-9 will be verified through the DHS "E-Verify" system. Federal Law requires DHS to use the E-Verify system to verify the employment eligibility of all new hires, and obligates the new hire to take affirmative steps to resolve any discrepancies identified by the system as a condition of continued employment. The U.S. Department of Army is an E-Verify Participant.
4. All required background check of AR 215-3 must be successfully completed and maintained. Satisfactory completion of a National Agency Check and Inquiries (NACI) that will be initiated prior to appointment to a NAF position.
5. Incumbent will be required to work nights, weekends and holidays.
6. Social Security Card must be presented at time of appointment.


Your qualifications will be evaluated on the following competencies: 

 - Customer Service Skills

 - Oral Communication Skills

 - Computer Skills 

Credit will be given for appropriate unpaid experience or volunteer work.


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Nonappropriated Funds (NAF) Regular positions include the following NAF Benefits:  Annual and Sick leave, Retirement Plan and 401(k) Plan, Health and Life Insurance, Long Term Care Plan Insurance and Flexible Spending Account.  For additional benefits information please refer to


To successfully claim veteran's preference, your resume/supplemental data must clearly show your entitlement. Please review the information listed under the Other Requirements link on this announcement or review our on-line Job Application Kit.


The Department of the Army provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the servicing civilian personnel unit. Requests for reasonable accommodation are made on a case-by-case basis. 


Refusal of a military spouse to participate in established recruitment procedures (e.g. interview, KSA's, where required, etc.) is considered a declination of employment and is a basis for termination of SEP entitlement for the current PCS of the sponsor.  To claim Military Spouse Preference you must have been married to the sponsor prior to the reporting date on the orders.


Payment of Permanent Change of Station (PCS) costs is not authorized, based on a determination that a PCS move is not in the Government interest. 


The Department of Army Nonappropriated Fund Instrumentalities are an equal opportunity employer.


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To apply for this position, you must provide a complete Application Package which includes:


1. Your Résumé

2. A complete Occupational Questionnaire

3. Additional Required Documents (see Required Documents section below)

The complete Application Package must be submitted by 11:59 PM (EST) on the closing date reflected on the announcement.

To begin the process, click the Apply Online button to create an account or log in to your existing USAJOBS account. Follow the prompts to complete the occupational questionnaire. Please ensure you click the Submit My Answers button at the end of the process.


Note: To return to a previously Saved or Incomplete application you may use the following link: After applying, return to Application Manager or your member account in USAJOBS to see the status of your application, including any messages that may have been sent to you.


If you cannot apply online:

1. Click the following link to view and print the occupational questionnaire View Occupational Questionnaire,

2. Print this 1203FX form to provide your response to the occupational questionnaire, and

3. Fax the completed 1203FX form along with any supporting documents to (478)757-3144. Your 1203FX will serve as a cover page for your fax transmission.


To fax supporting documents you are unable to upload:

1. Complete this cover page using the following 871852

2. Fax your documents to (478)757-3144.

PLEASE NOTE: The numbering on the OPM Form 1203-FX will not match the Occupational Questionnaire.   Section 25 of the Occupational Questionnaire restarts with number one, so when entering your responses please continue regardless on number sequence.   This issue has been identified and will be resolved as soon as possible.  Applicants are responsible for ensuring their responses are transferred accurately.


It is the applicant's responsibility to verify that information entered, uploaded, or faxed (i.e., resume) is received, accurate and submitted by the closing date.   You may verify your documents have been process by clicking here .   Uploaded documents may take up to one hour to clear the virus scan.   Faxed documents take 2-3 business days to process.



The following documents are required:

All applicants are required to submit the following supporting document type(s):

Applicants may also submit the following supporting document type(s),which may not be required for all applicants:

Résumé or Optional Application for Nonappropriated Employment (DA 3433/DA3433-1).

Assessment Questionnaire must be completed.
Veterans' and Involuntary Separated Military Preference documentation (DD-124 member 4 copy or equivalent) required.
PCS Orders or equivalent for Military Spouses requesting Spouse Employment Preference (SEP) required.
Certificates, licenses and additional documentation as outlined in the qualifications of this announcement must be submitted.
Use this checklist to make sure you've submitted everything!


Margaret Walsh
Phone: (407)824-3190
Agency Information:
DA NAF Shades of Green
Shades of Green - AFRC
P O Box 22789
Lake Buena Vista, FL


After we receive your complete application package (including all required documents), your qualifications will be reviewed and assigned an initial rating. We will also review your application to make sure that your résumé supports the answers given in the questionnaire. If your résumé does not support your questionnaire answers, we will adjust your rating accordingly. Based on your ranking or numerical score, you may be referred to the hiring manager for further consideration and possible interview. You will be notified when your rating is determined.  If a determination is made that you have inflated your qualifications and/or experience, you may lose consideration for the position.  Please follow all instructions carefully; errors and omissions may affect your eligibility. 

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